Crisis Counselor Supervisor (Full-Time)
About The Position
The Clinical team oversees all our service delivery areas that require a mental health and clinical lens, which includes the platform operations. The Supervision team oversees clinical best practices in real-time, leading digital mental health clinical policies, clinical quality measures, and the student learning program that supports mental health workforce development. The Clinical team ensures that Crisis Text Line is a leader in defining quality service delivery of crisis support via text. As a Crisis Counselor Supervisor you will work closely with volunteer Crisis Counselors on the platform to monitor conversations and provide guidance and support to ensure high quality service to texters. You identify issues and utilize clinical policies and training to provide coping skills and safety protocols to de-escalate crises on the platform.
Requirements
- 3+ years of professional crisis intervention experience beyond volunteerism
- Advanced knowledge of crisis intervention and mental health care trends
- Demonstrates commitment to equity and inclusion
- Intermediate: Ability to work with public safety access points and external resources for texter safety
- Intermediate: G-suite, computer, internet, & technical skills
- Reliable High-Speed Internet Required: Must have a stable high-speed internet connection to support seamless remote collaboration, virtual meetings, online job tasks, etc.
Responsibilities
- Provide an exceptional service to our volunteers and texters.
- Perform emergency service interventions when texter safety has been identified as imminent risk
- Monitor volunteer Crisis Counselor conversations for training adherence and quality support
- Work with volunteer Crisis Counselors in providing coping skills and exercise safety protocols in high-risk situations
- Assist volunteer Crisis Counselors to identify texter needs and develop a support and plan for safety
- Ensure volunteer Crisis Counselors adherence to code of conduct and escalate if required
- Provide real time feedback on conversation quality.
- Participate in trainings and internal working groups to increase quality service delivery
- Take shifts on the platform during higher than usual volume times outside of normal work schedule.
- Assist in the development of clinical programs with cross-functional stakeholders.
- Adhere to organizational values and quality communication standards with outside reporting agencies and staff by using appropriate channels of communication to file reports, resolve conflicts and facilitate consistent teamwork and flexibility.
- Attend staff, manager one on one, and team meetings.
- Stay connected to all team communications (on and off the platform) and respond in a timely manner.
Benefits
- Comprehensive medical, dental, and vision options that prioritize accessibility and financial peace of mind
- Employer-funded HSA contributions
- Generous PTO, sick time, and 19 paid holidays with a winter break
- 12 weeks of fully paid parental leave after 26 consecutive weeks of service
- Monthly internet and mental health stipends
- Annual Wellness Stipend
- Home office and professional development stipends
- 403(b) retirement plan with employer contribution
- Sabbatical after 3 years of service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
